Microsoft 365 Administrator with Enterprise Support Experience
Experienced in Microsoft 365 administration, identity management, enterprise support, troubleshooting, and cloud technologies. Helping organizations run securely and efficiently in the modern cloud workspace.
Laurence B. Santos
Microsoft 365 Administrator
Building reliable, secure, cloud-first workplaces.
I'm Laurence B. Santos, a Microsoft 365 Administrator and IT Support Professional based in Parañaque City, Philippines, with over three years of experience across enterprise service desk operations, technical support, identity management, incident management, troubleshooting, user access support, technical documentation, and service delivery.
My career began in enterprise service desk operations at Atos, where I progressed from L1 to L2 Service Desk Analyst. In those roles, I developed a strong foundation in Windows support, user access management, incident handling through ServiceNow, and cross-team collaboration. During this time I was recognised for strong technical performance and selected to deliver training sessions as a Trainer Advocate — facilitating refresher programmes for tenured agents and onboarding for new hires.
At the L2 level, I took on escalated incidents and process improvement responsibilities, including designing and leading the Aging Task Force — an initiative to address stagnant ServiceNow tickets, reduce ticket backlog, and improve overall SLA compliance.
My specialisation in Microsoft 365 deepened through my role as Microsoft 365 Concierge Administrator at Infosys BPM, where I administered Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and Microsoft Entra ID. I managed user provisioning, license assignments, access control, and account lifecycle operations, while resolving service incidents and documenting operational procedures to support consistent service delivery.
I am also the creator of Belsiro — a Microsoft 365-focused consultancy platform dedicated to helping businesses optimise, secure, and manage their Microsoft 365 environments. Belsiro reflects my commitment to making practical Microsoft 365 expertise accessible to organisations that need it.
Enterprise IT Support
Service Desk, Incident Mgmt, Windows, ServiceNow
M365 Administration
Exchange Online, Entra ID, Teams, SharePoint
Leadership & Process
Training, Coaching, SLA Improvement, Task Force
Career Timeline
Over three years of progressive experience across enterprise service desk operations, technical support, and Microsoft 365 administration.
Served as a dedicated Microsoft 365 Concierge Administrator, responsible for administering Microsoft 365 services, managing user accounts and licenses, and resolving service-related incidents and requests.
Key Responsibilities
- Administered Microsoft 365 services including Exchange Online, Microsoft Teams, OneDrive, and SharePoint Online
- Managed user provisioning, license assignment, access control, and account lifecycle management through Microsoft Entra ID
- Supported authentication troubleshooting, mail flow investigations, and Microsoft 365 service incidents
- Monitored the Microsoft 365 Service Health Dashboard and coordinated issue resolution with internal support teams
- Documented troubleshooting procedures and knowledge resources to improve operational efficiency and user experience
- Assisted users with Microsoft 365 administration, configuration, and productivity-related concerns
Performed advanced troubleshooting for enterprise applications, Windows environments, user access issues, and business-critical services. Acted as an escalation point for complex incidents and contributed to process improvement initiatives.
Key Responsibilities
- Performed advanced troubleshooting for enterprise applications, Windows environments, user access issues, and business-critical services
- Investigated complex incidents and provided escalation support for high-priority cases
- Conducted root cause analysis for recurring incidents and service disruptions
- Managed identity, access, and account-related support activities in accordance with operational procedures
- Collaborated with cross-functional teams to drive incident resolution and improve service delivery
- Continued serving as Trainer Advocate, supporting onboarding, coaching, and technical development initiatives
- Designed and initiated the Aging Task Force to address stagnant ServiceNow tickets negatively impacting SLA performance
- Led efforts to reduce ticket backlog by identifying aging incidents, coordinating follow-ups, and driving resolution activities across support teams
Provided first-line technical support for enterprise users across Windows environments, business applications, user access, and IT services. Recognised early for strong technical performance and entrusted with training responsibilities.
Key Responsibilities
- Provided first-line technical support for enterprise users across Windows environments, business applications, user access, and IT services
- Managed incidents and service requests through ServiceNow while maintaining SLA compliance
- Investigated and resolved account access, authentication, and application-related issues
- Collaborated with internal support teams to ensure timely incident resolution and service restoration
- Assisted users with workstation, software, and enterprise application support requests
- Selected in April 2022 to facilitate refresher training sessions for tenured agents due to strong technical performance and communication skills
- Entrusted in May 2022 to deliver onboarding and technical training for new hires during trainer scheduling conflicts
- Contributed to knowledge sharing and team capability development through coaching and mentoring activities
Technical Expertise
Technical competencies built across enterprise service desk operations, IT support, and Microsoft 365 administration.
Microsoft 365 Administration
Identity & Access Management
Systems & Support
Documentation & Operations
Leadership
Featured Project
A personal initiative that extends my Microsoft 365 expertise beyond the corporate environment into practical consulting.
Belsiro
LiveBelsiro is a Microsoft 365-focused consultancy platform dedicated to helping businesses with Microsoft 365 setup, migration, administration, security, and support services.
Service Offerings
- Microsoft 365 tenant setup and migration services
- User provisioning, license management, and access control
- Microsoft 365 security configuration and best practices
- Ongoing Microsoft 365 administration and support
- Technical documentation and knowledge transfer
Recognition & Impact
Contributions beyond technical execution — leadership, initiative, and organisational impact across service desk and cloud administration roles.
Trainer Advocate
Selected within the first few months of employment to facilitate refresher training sessions for tenured agents and support onboarding programs for new hires, contributing to team capability development and knowledge transfer.
Aging Task Force Initiative
Designed and led a ServiceNow ticket management initiative focused on reducing stagnant incidents, improving SLA compliance, and lowering ticket backlog through proactive ticket management and cross-team coordination.
Enterprise Support Experience
Provided technical support and administration services for enterprise users while handling frontline and escalated incidents across service desk and Microsoft 365 administration roles.
Leadership & Knowledge Sharing
Recognised early for strong technical performance and entrusted with training responsibilities, mentoring activities, and process improvement initiatives across service desk operations.
Let's Connect
I'm actively exploring new opportunities in Microsoft 365 administration, cloud identity management, and enterprise IT support. Whether you're a recruiter, hiring manager, MSP owner, or IT manager — I'd love to hear from you.
Based in Parañaque City, Philippines · Open to remote and hybrid roles